The following article is a list of possible solutions. If after you have followed a step the error is fixed, do not continue troubleshooting.

We recommend that you start at the top and work down.

If you recieve this error, always reboot your computer first and than try your connection again.

1. Do hear the Modem? Is the modem trying to dial the number? If you do not hear anything, start trouble shooting with the modem. Check to see if the Modem is responding. Click here for instruction to run a diagnostics on the modem.
2. If the modem is not responding, try init strings. Click here for instruction.
3. Uninstall and reinstall the modem. Click here for instruction to reinstall modem.
4. The phone number is possibly wrong in some way. Check phone number in the Mycybernet Dialer. Is the correct modem is specified within the Dialer? Do you need to dial 9 to get out? Click here for instructions to check the Mycybernet Dialer.
5. Do you have a pulse or tone dial? Is it set correctly within the Dialing Properties?
6. Check the physical connection. Is everything setup correctly?
7. Try adjusting the modem settings. Lower the max speed, lower the buffers, set flow control to software, try init strings. Click here for instructions to adjust your modem.
8. Delete and recreate your Mycybernet Dialer. Click here for instructions.
9. Uninstall and Reinstall the modem. Upgrade the drivers. Click here for instructions to reinstall the modem.

Running a Diagnostics on the Modem

1. Double-click on "My Computer".
2. Double-click on the "Control Panel".
3. Double-click on the "Modems" Icon.
4. Click on the "Diagnostics" tab. Select the "Com Port" that the modem is on and click on "More Info".
5. When the modem responds, you should see "Port Information" and "ATI1" commands.
6. If the modem does not respond or get an error regarding the "Port already open", first try to reboot the computer. If that does not work, the modem may not be installed correct, the drivers may be incorrect or there could be a conflict with the "Com Ports".

Reinstalling your Modem
Note: Make sure you have the correct drivers or upgrade for your modem before you continue

1. Double-click on "My Computer".
2. Double-click on "Control Panel".
3. Double-click on the "Modems" Icon.
4. Under the "General" tab you will see your modem. Write down any information given before continuing.
5. Highlight the modem and click "Remove".
6. Close the window and reboot the computer.
7. In most cases Windows will reinstall the modem for you.
8. When you get back to your desktop go back to the "Modems" Icon in the "Control Panel". If the modem was not installed you will be prompted with a "Hardware Setup Wizard".
9. At this point you will need the correct drivers for your modem.
10. Click on the "Have Disk" button (Make sure your driver diskette is in the A: drive)
11. Browse for the driver and click "Continue". This will install the drivers for your modem.

Verifying the Dialer settings

• Windows 95/98
• Windows ME
• Windows NT

Verifying the settings for the Mycybernet Dialer Windows 95/98

1. Double-click on "My Computer".
2. Double-click on "Dial-up Networking".
3. Right-click on the Mycybernet icon and choose "Properties".
4. Verify that the correct dial-up phone number has been entered.
   
   •  Toronto GTA
   •  Canada Wide Access
   •  North America Access
   
   
5. Remove the check mark from "Use Area Code and Dialing Properties".
6. Click on the "Server Types" tab at the top of the Window.
7. The "Type of Dial-up Server" should be "PPP: Internet, Windows NT Server, Windows 95".
8. Under "Advanced Options" the only item that should have a check mark is "Enable Software Compression", remove all of the other check marks.
9. Under "Allowed Network Protocols" the only item that should have a check mark is "TCP/IP", remove all other check marks.
10. Click on "TCP/IP Settings" button. If the DNS numbers are not entered, place a check mark in "Specify Name Server Addresses". In the field for "Primary DNS" type "209.222.63.130", in the field for "Secondary DNS" type "206.186.81.2".

Verifying the Settings for Mycybernet Dialer - Windows ME

1. Click on "Start", then "Settings" and choose "Dial-up Networking".
2. Right-click on the Mycybernet icon and choose "Properties".
3. Verify that the correct dial-up phone number has been entered.
   
   •  Toronto GTA
   •  Canada Wide Access
   •  North America Access
   
   
4. Under the "General" tab - Remove the check the mark from "Use area code and dialing properties".
5. Under the "Networking" tab - The only items that should have a check mark are "Enable Software Compression" and "TCP/IP".
6. Click on "TCP/IP Settings" button. Click in the circle beside "Specify Name Server Addresses". In the field for "Primary DNS" type "209.222.63.130", in the field for "Secondary DNS" type "206.186.81.2".
7. Under the "Security" tab, enter your userid and password.
8. If you made any changes, click "OK" and then test your connection.

Verifying the Settings Mycybernet Dialer - Windows NT

1. Double-click on "My Computer".
2. Double-click on "Dial Up Networking".
3. To view or edit your phone book entry, click "More", click "Edit entry and modem properties".
4. Verify that the correct dial-up phone number has been entered.
   
   •  Toronto GTA
   •  Canada Wide Access
   •  North America Access
   
   
5. Under the "Basic" tab, remove the check mark from "Use telephony dialing properties".
6. Under the "Server" tab, the only items that should be selected are "Enable Software Compression" and "TCP/IP".
7. Click on "TCP/IP Settings" button. Click in the circle beside "Specify Name Server Addresses". In the field for "Primary DNS" type "209.222.63.130", in the field for "Secondary DNS" type "206.186.81.2".
8. Click on "OK" and you are ready to test your connection.

Making adjustments to the modem for better performance

1. Double-click on "My Computer".
2. Double-click on "Dial-up Networking".
3. Right-click on the Mycybernet Icon and choose "Properties".
4. Click "Configure" at the bottom of the Window.
5. Under "General", take note of your modem type and speed.
6. At the bottom change the "Max Speed" to match your modem. Example: 56K - 57600, 33.6 - 38,400.
7. Click on the "Connection" tab.
8. Click on the "Port Settings" button. Lower the "Fifo buffers" to the second line. Click "OK".
9. Click on the "Advanced" button. Set "Flow Control" to "Software".
10. Click "OK".

Re-creating the Dialer

• Windows 95/98
• Windows ME
• Windows NT

Windows 95/98

1. Double-click on "My Computer".
2. Double-click on "Dial-up Networking".
3. Delete the Mycybernet Dialer, you can do that by right clicking on the Mycybernet Icon and than choosing "Delete".
4. Double-click on "Make a New Connection".
5. In the field "Type a Name for the Computer you are dialing" type "Mycybernet" and then click "Next".
6. Enter the dial-up phone number.
   
   •  Toronto GTA
   •  Canada Wide Access
   •  North America Access
   
   
7. Click "Next" and then "Finish".
8. You will return to the "Dial-up Networking" window. You will see a Mycybernet Icon. Right-click on "Mycybernet" and select "Properties".
9. Under the "General" tab, remove the check mark from "Use Area Code and Dialing Properties".
10. Click on the "Server Types" tab. The only items that should be selected are "Enable Software Compression" and "TCP/IP".
11. Click on "TCP/IP Settings" button. Click in the circle beside "Specify Name Server Addresses". In the field "Primary DNS" type "209.222.63.130", in the field "Secondary DNS" type "206.186.81.2".
12. Click "OK", then "OK" again. You are now ready to test the connection.

Windows ME

1. Click on "Start" then "Settings" and choose "Dial-up Networking".
2. Delete the Mycybernet Dialer, you can do that by right clicking on the Mycybernet Icon and than choosing delete.
3. Double-click on "Make a New Connection".
4. In the field "Type a Name for the Computer you are dialing" type "Mycybernet" and then click "Next".
5. Enter the dial-up phone number.
   
   •  Toronto GTA
   •  Canada Wide Access
   •  North America Access
   
   
6. Click "Next" and then "Finish".
7. You will return to the "Dial-up Networking" window. You will see a Mycybernet icon. Right-click on "Mycybernet" icon and select "Properties".
8. Under the "General" tab – Remove the check the mark from "Use Area Code and Dialing Properties".
9. Under the "Networking" tab – The only items that should have a check mark are "Enable Software Compression" and "TCP/IP".
10. Click on "TCP/IP Settings" button. Click in the circle beside "Specify Name Server Addresses". In the field "Primary DNS" type "209.222.63.130", in the field "Secondary DNS" type "206.186.81.2".
11. Under the "Security" tab, enter your userid and password.
12. If you have made changes click on "Apply" and then "OK".
13. You are now ready to test your connection.

Windows NT

1. Double-click on "My Computer".
2. Double-click on "Dial-up Networking".
3. Under "Phone Book Entry to Dial", choose "New".
4. When asked to name the new "Phone Book Entry", type in Mycybernet and then click "Next".
5. On the next screen, under "Check all that apply", select "I am calling the Internet" and than click "Next".
6. Enter the dial-up phone number.
   
   •  Toronto GTA
   •  Canada Wide Access
   •  North America Access
   
   
7. Click "Finish".
8. You will have to make a few more changes to your connection. Click "More", then click "Edit entry and modem properties".
9. Under the "Basic" tab, remove the check mark from "Use telephony dialing properties".
10. Under the "Server" tab, the only items that should be selected are "Enable Software Compression" and "TCP/IP".
11. Click "TCP/IP Settings" button. Click in the circle beside "Specify Name Server Addresses". In the field "Primary DNS" type "209.222.63.130", in the field "Secondary DNS" type "206.186.81.2".
12. Click "OK".
13. You are now ready to test your connection.

Reinstalling your Modem
Note: Make sure you have the correct drivers or upgrade for your modem before you continue

1. Double-click on "My Computer".
2. Double-click on "Control Panel".
3. Double-click on the "Modems" Icon.
4. Under the "General" tab you will see your modem. Write down any information given before continuing.
5. Highlight the modem and click "Remove".
6. Close the window and reboot the computer.
7. In most cases Windows will reinstall the modem for you.
8. When you get back to your desktop go back to the "Modems" Icon in the "Control Panel". If the modem was not installed you will be prompted with a "Hardware Setup Wizard".
9. At this point you will need the correct drivers for your modem.
10. Click on the "Have Disk" button (Make sure your driver diskette is in the A: drive)
11. Browse for the driver and click "Continue". This will install the drivers for your modem.